JPMorgan Chase Client Service Associate in Indianapolis, Indiana
As a Client Relationship Manager (CRM), you will serve as the primary service point of contact for a designated portfolio of clients, providing a high touch experience for the firms most strategically important clients within Commercial Real Estate. The CRM is expected to be the client advocate and be ultimately responsible for, and own, the client experience globally through the handling of the service and account management needs of designated high profile clients who utilize complex domestic and international depository and treasury products.
As a CRM you will be expected to work independently with clients to understand their business needs and associated treasury service relationship. You must exhibit the skill set necessary to act with an extreme sense of urgency to escalate issues promptly, using outstanding communication and partnership skills. The CRM is expected to be client facing and have demonstrated ability to build strong relationships with the clients as well as with internal partners. The overall client experience is highly dependent on the appropriate coordination between Service, Know Your Customer (KYC) and Implementations. The CRM is expected to stay tightly coordinated with these two other departments to ensure we are delivering a best-in-class experience across all three client touch points.
CRM's are considered an integral part of the overall relationship team and are expected to openly and professionally communicate issues impacting the client to the assigned Client Executive (CE) and Treasury Management Officer (TMO) on a regular basis. One of the primary roles of this position will be to act as the global service lead for assigned clients who have regionally assigned service associates. You will be expected to understand all aspects of the client's global relationship and to coordinate closely with the assigned regional service associates, TMO, CE and International Product Specialist on the large global relationships.
Additional responsibilities include, but are not limited to:
Provide a high touch, high value experience to the client base, including responding to all inquiries within a two hour time frame and updating clients on the status of open items daily until resolution
Meet with every assigned client quarterly to build relationships, including meeting with contacts in the areas outside of treasury (accounts payable and accounts receivables as necessary)
Maintain client profiles identifying account structures and products utilized
Conduct quarterly relationship reviews with clients within the portfolio
Proactively notify clients of operational issues that could impact their treasury operations, including but not limited to any migration or remediation projects or system outages.
Actively participate in deal team meetings as new products and services are added to your client relationships in coordination with the assigned TMO or Sales Associate
Actively manage client expectations and communicate clearly with all levels within the client as needed
Proactively review account analysis statements on a monthly basis to identify pricing inconsistencies, billing errors, opportunities to convert paper based solutions to electronic, and protect the client's from fraud. Partner with assigned TMO and Sales Associate prior to taking action
Lead and own the resolution of all client inquiries/problems through interaction with clients, bankers, product partners, branch operations and other staff in a timely and professional manner with a high degree of urgency
Understand product enhancements/changes that are introduced through quarterly enterprise releases, and the impact to client base and educate clients as needed in coordination with the TMO and Treasury Associate (TA)
Demonstrate thorough understanding of each client's authorization structure and documentation, adhering to client and bank requirements
Deliver the firm through the coordination of business partners and ensure the client has appropriate visibility within operations
Authorize financial refunds and adjustments within the approved guidelines
Facilitate the negotiation of product or account documentation including blocked account agreements in coordination with appropriate partners and legal
Bachelor's degree and a minimum 10 years equivalent work experience strongly preferred
A minimum of seven years or equivalent customer service, project management, KYC, operations, sales or management experience, preferably in the financial service industry
Strong interpersonal skills
Strong project management skills with proven ability to manage competing priorities
Strong verbal and written communication skills
Demonstrated, consistent professional presence with the ability to adapt to evolving needs and situations.
Documented history of independent decision making and problem solving skills
Knowledge of financial exposure and operational risk related to transactions associated with bank products and services
Ability to understand complex customer structures
Strong presentation skills
Proficient in all Microsoft Office
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. These requirements may include sharing information in the firm's vaccine record tool, vaccination or regular testing, mask wearing, social distancing and daily health checks. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests.
Equal Opportunity Employer/Disability/Veterans
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